Escalation Engineer Responsibilities and Duties

Posted in Job Responsibilities

Respond to incoming cases of client services department as backup during peak times.

Head problem resolutions requiring extensive analysis, troubleshooting and escalation to product development.

Conduct extensive troubleshooting of backend databases and identify root cause of data issues.

Engineer and investigate both platform and product issues.

Respond and analyze complex inquiries of technical and functional nature not in routine and require deviation from standard procedures.

Direct clients through issue resolution including customer meetings, status reports and updates.

Identify, propose and enforce escalation process improvements.

Adapt response and extensive research as per customer response.

Record all customer contacts and activities in CRM system.

Update and manage current working knowledge of IPRO Tech Inc. products and technology.

Conduct software testing for performance, configuration and functions.

Identify, analyze and write problems with program function, output, online screen and content.

Develop software defect reports and maintain logged defects in respective database.

Provide contributions to central escalation knowledgebase.

Identify support tools gaps, enhance needs and propose solutions.

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